Our CEO Glen Tullman was spot on with this recent comment in Forbes, “the future of telehealth, as we know it, is dead.” While the rest of industry is talking about virtual care 2.0; at Transcarent, we’ve leapfrogged over that iteration and have paved the way to a sustainable future with our on-demand, text-first virtual care.

The stage was set more than seven years ago with the transformative AI technology developed by 98point6, the pioneer of text-first virtual care, which I was proud to lead as their Chief Clinical Officer. Transcarent acquired the 98point6 affiliated practice group and AI-powered virtual care platform in 2023 and formed the Transcarent Clinic. It was an exciting time as my colleagues and I became a part of the One Place for Health and Care.

Today, that technology has resulted in, by my estimates, one of the largest secure healthcare chat databases in the world. It’s unparalleled in its potential and we are putting it to work to truly transform health and care. This technology, in addition to our physician-developed, evidence-based practice standards, has helped to create Transcarent’s on-demand, text-first model. With improved utilization and a text-based experience that Members are used accustomed to, it’s the solution that employers and the industry have been waiting for.

Aligned with how we engage with most of our consumer services today, it’s intuitive, of high-quality, affordable, and accessible from anywhere at any time. Members can always quickly transition to video as needed or desired.

Text-first virtual care is on-demand care that removes access barriers, strengthens trust, reduces stigma, eliminates waste, and doesn’t require a connection to broadband. Members share that they feel more comfortable with our approach to virtual care because they can choose to receive care via text, and don't have to be in a private and secure location. They can be on the bus, in a meeting, or even at home with family members around. The nature of this modality also helps reduce feelings of being stigmatized, helping Members to feel more relaxed with their doctor, fostering positive interactions that build trusted relationships.

Bringing out the best in health and care with on-demand, text-first virtual care

I’m so passionate about our on-demand, text-first virtual care experience because I see it restoring healthcare as we all expect it to be – for both the people receiving care and the people delivering care. It’s bringing out the best in healthcare – by removing the friction that has impeded it for so many years.

In an environment where healthcare is more complicated, confusing, and costly than ever before, we need solutions that simplify the complex, amplify expertise, and use people’s time responsibly. Text-first virtual care removes administrative burden from the visit, empowering the clinician to put a greater emphasis on the human connection and build trust with the Member.

Our Members love the experience because they can instantly get personalized, compassionate care at the moment of their need. In fact, 96 percent of our Members rated the Transcarent Clinic with 5 stars for a 4.8/5 satisfaction rating¹.

Being responsible with physicians’ time and expertise

Protecting the time and expertise of our physicians is especially important with the impending primary care physician shortage. According to a 2023 AAMC report, the United States is projected to face a shortage of between 17,800 and 48,000 primary care physicians by 2034. Reducing the administrative burden and cognitive load of physicians must be prioritized now! Too many virtual care companies continue to exacerbate physician burdens by not introducing technology into administrative processes like the intake, I see this as an irresponsible use of their time and reinforces healthcare waste. At Transcarent, with our forward-thinking technology, we are empowering clinicians to do what they do best; focus on helping and healing people.

This model is much more scalable than our video-first or telephonic-first competitors. As some virtual care companies close down or struggle with a path towards scalability, our on-demand, text-first model was intentionally built to scale by preserving the physician's time and expertise for the exact moment that it’s needed in the visit. At the Transcarent Clinic a live physician always takes the reins of a Member visit, determining the final diagnosis and care plan, delivering it with a personalized and compassionate approach.

It’s an exciting time for our Members, clients, our company, and the industry as we’ve reached a pivot point in the transformation of healthcare driven by the power of technology to empower the expertise of clinicians and the experience of Members for healthier lives. We’re proud to lead the way to a sustainable future for virtual care as we continue to make it easy for people to access high-quality, affordable health and care.

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¹ Transcarent Book of Business